Flexibility/Scalability
enables Dealer Focus to take any type of service call and scale to your needs immediately.
Virtual/Remote Support
with our cloud-based contact center platform, team members can fully access and effectively process business from anywhere with an internet connection. Contact Center Specialists can make and receive calls and the management team can access real-time reporting and monitor all calls with a computer and headset.
Blended Call Distribution
our software allows Contact Center Specialists to flex between inbound and outbound calling maximizing efficiency and production load.
Contact Center Specialist Skill/Queue Customization
customizable queue management and individual skill level features allow for the optimum use of Call Center Specialist resources.
Call Recording & Retention
inbound and outbound calls are recorded to ensure quality and accuracy, as well as enable focused training of Call Center Specialists.
Internal Quality Assurance, Reporting & Analytics
recording and reporting options track how well Contact Center Specialists adhere to internal procedures, scripting, service components and time-management requirements.
Campaign Management
platform allows for integration of data or uploading of customer lists in order to support outbound campaigns (CSI, Retention, SOP initiatives). Script designer enables on-the-fly editing of policy and procedures for Contact Center Specialist resources.
Workforce Management
catalogs historical data of call volume, service levels and other interactions to forecast the optimal number of Contact Center Specialists required for the business channel’s daily need with consideration for team member breaks, training, meetings, or unplanned absence, and campaign characteristics
Quality Customer Service
Contact Center Specialists can easily respond to customer needs with a comprehensive history of each relationship at their fingertips.
Agent Resources
Pre-populated customer and dealer-specific information for every call locks focus on the customer and drives efficiency and accuracy.
Customer Data
Retains specific customer information and interactions in order to develop a strategy to increase sales, retention, and CSI.
Communication Integration
escalation management process for customer inquiries are routed to the appropriate personal both at Dealer Focus and the dealership through internal email messaging.
Reporting
Contact Center Specialist Performance Reporting provides valuable team member statistics. Various dealer campaign reports show overall performance of each channel of business daily, weekly, monthly.
